Retail Customer Experience Specialist - Flexible Hours

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Flexi hours

Device subsidy

Casual attire

Parental leave

Public transport access

Employee discounts

Job summary

U Mobile Sdn Bhd in Kuala Lumpur is seeking a Specialist, Retail Management to provide help and advice to customers via email, social media, NGO and regulatory bodies, and to handle all related transactions.

You will investigate issues, ensure timely resolution, keep customers informed of progress, and coordinate with internal departments to deliver accurate outcomes while maintaining professional communication during operating hours, five days a week.

Qualifications

• Minimum diploma, bachelor degree professional degree or equivalent.
• Min 3 years experience in customer service or contact center with at least 1 year working related experience in handling non phone transaction i.e email, social media transactions.
• Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution.
• Able to use Microsoft office and savvy with updates and progress of social media world.
• Excellent business letter writing skills and strong spoken communication skills.
• Operational hours are from 9:00 AM to 6:00 PM. (5days a week on business operations hours)
• Minimum typing speed of between 25-30 wpm and accuracy of above 90%

Responsibilities

• Handles and respond to customer enquiries and provide support in terms of conducting investigation into issues via regulatory bodies, emails and social media which includes, but not limited to Facebook, Twitter , forums etc
• Ensuring all issues are handled within timeline specified and in a professional manner, providing appropriate recommendations and solutions to resolve issues raised in accordance to guidelines and process set
• Reviewing outstanding issues, ensuring customers are kept informed of progress and status on a regular basis from time issue is raised until it is close
• Ensure frequent and consistent follow up on the issue with both customer as well as internal U Mobile departments to resolve the issue

Skills

Customer service

Communication skills

Microsoft Office

Typing speed 25-30 wpm

Education

Diploma

Bachelor's degree

Job description

U Mobile Sdn Bhd in Kuala Lumpur is seeking a Specialist, Retail Management to provide help and advice to customers via email, social media, NGO and regulatory bodies, and to handle all related transactions.

You will investigate issues, ensure timely resolution, keep customers informed of progress, and coordinate with internal departments to deliver accurate outcomes while maintaining professional communication during operating hours, five days a week.